James Baxter
Abingdon
Summary
Operations and customer experience leader with over 15 years in managing global support operations and strategic accounts. Expertise includes optimizing CRM systems, integrating AI solutions, and enhancing client satisfaction metrics. Proven track record of exceeding KPIs and improving service delivery in dynamic environments.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Operations Manager
IntouchCX
01.2022 - 04.2026
- Led global managed service delivery operations, consistently surpassing client KPIs and operational objectives.
- Spearheaded digital transformation initiatives through integration of AI-driven solutions into CRM infrastructures.
- Served as a strategic consultant for CRM ecosystem architecture, workflow optimization, and operational scalability initiatives.
- Managed high-profile client portfolios across mobile gaming, broadcasting, fintech, e-commerce, and iGaming sectors.
- Directed cross-functional performance improvement initiatives, mentoring leadership teams and operational staff.
- Oversaw financial management and P&L performance to maximize operational efficiency and gross margins.
- Implemented rigorous quality assurance auditing processes to maintain operational excellence and compliance benchmarks.
- Facilitated executive leadership huddles focused on strategic alignment and mission-critical execution.
Strategic Account Manager – Games
Pole To Win
Los Angeles Metropolitan Area
02.2019 - 05.2020
- Managed strategic client accounts across QA, localization, audio engineering, compliance, customer support, and automation services.
- Coordinated cross-departmental collaboration to enhance communication and streamline project execution.
- Developed project scopes, pricing quotes, and service proposals aligned with client requirements and operational constraints.
- Delivered active projects on time while fostering strong client relationships through proactive account management.
- Supported development of automation and process improvement initiatives to optimize service delivery.
Telecom Consultant
Verizon Wireless
02.2017 - 02.2019
- Conducted account analyses for businesses and consumers, delivering tailored telecommunications solutions.
- Consistently exceeded company goals related to customer retention, sales performance, and Net Promoter Scores.
Project Manager
Pole To Win International
01.2017 - 03.2017
- Developed project plans and monitored workflows while managing resource allocation and delivery timelines.
- Designed and delivered training programs for AAA gaming clients through classroom and digital learning modules.
- Assisted in building internal knowledge base systems to support ongoing customer service operations.
- Collaborated with international HR teams to improve recruiting and hiring practices.
Customer Service Manager – Site Head
Pole To Win International
12.2015 - 01.2017
- Oversaw customer service operations across three U.S. offices while coordinating with international teams.
- Established KPI scorecards and employee development programs to improve customer experience outcomes.
- Partnered with department leaders to implement retention and customer satisfaction initiatives.
- Ensured contractually defined service-level agreements were consistently achieved.
- Conducted ongoing coaching and process improvement sessions with direct and indirect reports.
- Managed staffing forecasts to optimize operational costs and minimize service backlogs.
Account Manager – Player Support
Pole To Win International
06.2014 - 12.2015
- Managed AAA gaming customer support operations focused on player satisfaction and SLA compliance.
- Supervised multi-channel support operations including email, phone, social media, and community forums.
- Identified player support trends and collaborated with QA and client teams to proactively address issues.
- Developed automated workflows to reduce repetitive support tasks and improve response efficiency.
- Maintained client-facing knowledge base resources and self-service support documentation.
- Provided analytical reporting and recommendations regarding game launches and title updates.
Metro Training Store Manager
GameStop
Washington DC-Baltimore Area
10.2011 - 06.2014
- Managed customer service escalations across the North Baltimore District.
- Achieved top-tier customer satisfaction and Net Promoter Score rankings for two consecutive years.
- Ranked among the company’s top-performing retail locations through customer-centric training initiatives.
- Scheduled, coached, and developed store associates to maximize operational performance and customer engagement.
- Ensured compliance with company operational procedures, documentation standards, and employment practices.
Business Development Associate
Convergent Technologies Design Group, Inc.
08.2010 - 10.2011
- Supported nationwide business development and lead generation initiatives.
- Conducted market research and developed CRM databases to identify potential clients and partners.
- Designed print and digital marketing materials for architectural project promotions.
- Assisted in assembling project proposals, qualification packages, and scopes of work.
Associate Financial Advisor
Edward Jones
12.2009 - 05.2010
- Obtained FINRA Series 7 and Series 66 licenses.
- Assisted clients with portfolio development based on investment objectives, risk tolerance, and financial goals.
- Delivered client presentations and guided customers through financial application processes.
- Conducted financial needs analyses and recommended suitable investment products.
Education
BBA - Entrepreneurship
Towson University
Baltimore, MD01-2009
Skills
- Operations Management
- Customer Experience Strategy
- CRM Architecture & Optimization
- AI & Digital Transformation
- P&L Management
- Client Relationship Management
- Strategic Account Management
- KPI & SLA Performance Management
- Process Improvement & Automation
- Team Leadership & Coaching
- Workforce Planning
- Quality Assurance & Auditing
- Cross-Functional Collaboration
- Gaming & Player Support Operations
Certification
- FINRA Series 7 License
- FINRA Series 66 License
Timeline
Senior Operations Manager
IntouchCX
01.2022 - 04.2026
Strategic Account Manager – Games
Pole To Win
02.2019 - 05.2020
Telecom Consultant
Verizon Wireless
02.2017 - 02.2019
Project Manager
Pole To Win International
01.2017 - 03.2017
Customer Service Manager – Site Head
Pole To Win International
12.2015 - 01.2017
Account Manager – Player Support
Pole To Win International
06.2014 - 12.2015
Metro Training Store Manager
GameStop
10.2011 - 06.2014
Business Development Associate
Convergent Technologies Design Group, Inc.
08.2010 - 10.2011
Associate Financial Advisor
Edward Jones
12.2009 - 05.2010
BBA - Entrepreneurship
Towson University